Category Archives: Zendesk

Zendesk Agent Scripting App – Version 10

If you’re a Zendesk user in a Contact Center environment,  you’ll want to be using our Zendesk Agent Scripting app.  This makes it easy to guide, train and onboard agents and is a huge productivity booster for everyone.

The Agent Scripting app appears as a button in the right-hand panel:

Click Open Script, and you’ll see your decision tree in a pop-over like this:

If another agent picks up the ticket, they return to the last viewed node, and can see each step taken previously by opening the History:

 

Benefits of the Zendesk Agent Scripting App

  • Standardization: Show a guided path for each ticket, so that Agents follow the proper operating policies or troubleshooting procedures.
  • Pause and Resume: If a ticket is transferred, the supervisor or new agent is taken to the last place in the script, and can see the history of the previous steps taken.
  • Automatic Script Selection: The Agent Scripting App can choose a script based upon the Zendesk brand, Zendesk ticket tags, or the value of a custom field.
  • Agent Feedback: Agents can send feedback directly to the authors of the decision trees with a single button click. Feedback is delivered to each author’s email, and includes the tree ID and node number where the feedback was sent from.
  • Automatic Ticket Updating: Tags and custom fields in the ticket can be updated from actions in the script – either via buttons clicked in the script, or from data entry collected.

New Features in Version 10

If  you’re using a previous version of the Zendesk Agent Scripting app, you may want to upgrade to take advantages of these new benefits:

  • Pop-overs: Scripts now appear as pop-overs, rather than being constrained to the right-hand panel.
  • Ticket Updating: Your tickets can automatically update by navigating the script, or by entering data into Zingtree Data Entry Fields. For example, the start of your script could offer the agent a choice of a product, and the “product” field in your ticket will be automatically selected when the agent makes a choice.

Note: Don’t remove the current version of Agent Scripting until you are ready to make the switch. Versions 9 and earlier may not be updated going forward.

Demo Video

This two minute video shows you how Agents interact with the Agent Scripting App:

 

Getting Started

Here are the basic steps to get up and running:

  1. Build an interactive decision tree script with Zingtree (or use one of our demos to start).
  2. Install the Agent Scripting App (version 10) into Zendesk.
  3. Configure the Agent Scripting app within Zendesk.
  4. If you want to have your decision tree scripts update your  Zendesk tickets, you’ll need to add variables and/or tags to your Zingtree tree to match your Zendesk setup.
  5. If you want to enable automatic script selection, you’ll need to add tags to your trees in Zingtree and configure the Zendesk Agent Scripting app properly.

Installing the Agent Scripting App into Zendesk

Download and configure the Zendesk Agent Scripting App version 10 like so:

  1. Download the Agent Scripting app here.
  2. In Zendesk, click the Admin icon and go to Apps > Manage.

  3. Click Upload Private App.

  4. The Upload App page appears.

  5. Enter “Zingtree Agent Scripting” for the App Name.
  6. For App File, locate the file zingtree-agent-scripting-v10.zip you downloaded in step 1.
  7. Click Upload, then confirm if necessary.

Configuring the App

Once you’ve uploaded the app, click App Configuration to see the configuration screen:

Here’s what each item does:

Tree ID: This is the default tree that appears when agents click “Open Script”.  (You should always have a default tree.)

Hide Integration Setup Info: When you are setting up Agent Scripting for the first time, you may need some information about your Zendesk setup to take advantage of automatically updating ticket fields. An “Integration Setup Info” link appears by default when you first install the app, and ticking this option hides it.

Match Tree Tags to Zendesk Brand: If this option is checked, the subdomain of the selected brand will be matched to a Zingtree tree tag.  Any matching tree or trees will appear.  For example, if the brand subdomain is xyz.zendesk.com, any trees tagged as xyz (using the Zingtree Settings tool) will appear.

Match Tree Tags to Zendesk Ticket Tags: If checked, the values in the Zendesk ticket tags will be matched with your Zingtree tree tags (set via the Zingtree Settings tool) to show one or more matching scripts.

Match Tree Tags to values in a Custom field: If you want to use a custom field value to show matching scripts, enter the Zendesk custom field identifier here. The field name can be found using the Integration Setup Info link that first appears in the sidebar when you install the app.

Zingtree API key: Each organization in Zingtree has an API key, which is used to match scripts. If you’re using one of the tag matching options, this is required. Your API key can be found at zingtree.com under Help, API.

Enabling Automatic Script Selection

Automatic Script Selection works by matching tree tags you set in Zingtree to values in the Brand, Tags, or a custom field in a Zendesk ticket. For example, if a tree is tagged with “astrology”, and the ticket tags include “astrology”, then that tree appears. If several trees match, then they will all appear, and the agent can choose one.

To open a script based upon Brand:

  • Add tags to your trees for each brand you want to match. So if one of your brands is xyz.zendesk.com, use xyz as a tree tag in Zingtree for all the trees you want to show.
  • Make sure Match Tree Tags to Zendesk Brand is checked in the App Configuration.

To open a script based upon Zendesk ticket tags:

  • Add tags to your trees for each tag you want to match. So if one of your ticket tag possibilities is “billing”, use billing as a tree tag in Zingtree for all the trees you want to show.
  • Make sure Match Tree Tags to Zendesk Ticket Tags is checked in the App Configuration.

To open a script based upon a custom field:

  • Add tags to your trees for each possible custom field value you want to match. So if one of your custom field values is “billing”, use billing as a tree tag in Zingtree for all the trees you want to show.
  • Make sure the proper Zendesk field variable name is entered for  Match Tree Tags to values in a Custom Field is checked in the App Configuration.


Adding tags to a tree in Zingtree is done like this:

  1. Select a tree from My Trees.
  2. Go to the Settings tool.
  3. Enter or select a tag from the Tags field.

  4. Click Update Settings.

How to Configure to Update Ticket Fields

As agents navigate through your trees, their use of the decision tree scripts you create can automatically update any custom fields in that ticket. This can be done in two ways:

  • By clicking a button in a script
  • By entering data into Zingtree data entry fields.

The key is to use variable names in your Zingtree that match the ones used in Zendesk.

First of all, determine the names of the variables in Zendesk by clicking the Integration Setup Info link in the Agent Scripting app. You’ll see something like this:

You’ll see the label for the field as it appears in Zendesk’s ticket form, and the Zendesk variable next to it. In the above example, the Product custom field variable is custom_field_22899289. This is a drop-down selector, and the Zendesk values for the field options are astrology and insurance.

For the rest of this example, we’ll use custom_field_22899289 as the custom field variable.

To make a button selection update a custom field, you’ll set it up in your Zingtree as follows:

  1. Go to the Overview tool, and edit the node whose button selections will update the ticket.
  2. Click Edit Buttons (or Add Buttons if you don’t have any buttons defined). The button editor appears:

  3. Make sure Assign Button Click Variable is checked. This makes the other options appear.
  4. For the Button Click Variable, enter your custom field variable from Zendesk (custom_field_22899289 in the example).
  5. For each button option, enter the value of the variable under Score/Value. If this is a drop-down list in your Zendesk ticket, you’ll need to make sure the Score/Value entered matches one of the drop-down option values as shown in the Integration Setup Info.
  6. Click Save Changes when you’re done configuring buttons.

Bonus: Adding Tags via button clicks:

Button clicks can also add tags to a ticket. In the above example, clicking Something Else adds the tag other_tag to the ticket. Just include the tag name with two colons after the button text. So entering a button like Something Else::other_tag will add the tag other_tag to the ticket if this is clicked, but agents will only see Something Else as an option.

Using Zingtree Data Entry Fields to Update Tickets

Just like the above example, you can also use Zingtree for data entry, and have that data automatically transferred to your ticket. The key is to use the same variable name in Zingtree as you used in Zendesk. The Integration Setup Info link in the sidebar will give you those Zendesk variable names.

Example: If you have a text entry field in Zingtree you want to update into the Zendesk field custom_field_1234, you would set up the variable name as follows:

 

Try It with Example Data

You can use trees from the Zingtree Gallery to see how the Agent Scripting app works.

For a single tree, enter ’14’ as the Tree ID. This will show an Astrology website troubleshooter example.

For multiple trees, see how a tree can be selected by tag by doing the following:

  1. Enter 6a103737e44e4aa6e1e4b6b0bcb46f83 as the API key.
  2. Make sure Match Tree Tags to Zendesk Ticket Tags is checked.
  3. Try entering one or more of these tags into a ticket: “zingtree”, “astrology”, “pet_rock”.

Any questions? We’re always here to help

Zendesk Users: Meet Zingtree at the Zendesk Relate 2017 Conference

Our decision trees and agent scripts are hitting the road! The Zendesk Relate 2017 event hits New York City on October 23 – 25. As an official sponsor of the conference this year, we’re feeling a little extra excitement to be feet-on-the-ground with people and organizations that use Zendesk every day.

Here’s a little more about the event this year:

Relate by Zendesk is home to a diverse selection of expert content and deep thoughts from Zendesk. It connects the business side of what Zendesk does—create software for improving customer interactions—to the more general human desire for better relationships.

Zendesk is a platform built with ease of customer support and relationship-building in mind. Good communication means everything where customer interactions are concerned – no matter which industry you may be a part of.

The Relate Live conference series is designed to help businesses and entrepreneurs explore the complicated nature of customer relationships. It’s packed with training workshops, breakout sessions, and thought-provoking keynotes by industry leaders. Plus, there are wicked cool networking events.

Past presenters include Dr. Heidi Grant-Halvorson, author of No One Understands You and What to Do About It, Jon Ronson, writer of So You’ve Been Publicly Shamed, and Davy Rothbart from This American Life.

As a company with Zendesk app solutions for streamlining customer support and improving agent-based communications, we can’t wait to meet other organizations looking into improving their own support strategies.

Will you be there? Come visit us at the Startup Pavilion.

Learn more information about Zendesk Relate 2017 here.

Take a look at our Zendesk Support app and Zendesk Agent Scripting app here.

Customer Support Chart-Toppers: The 5 Best Apps for Zendesk

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It’s no secret that we’re big fans of everything that Zendesk has to offer; so are many of our own awesome customers. With its data-forward functionalities, centralized ticketing system, multiple support channels, and collaborative environment, there’s really no question why their Help Desk platform is so popular.

Another huge perk is their extensive collection of integrated applications, allowing you to do even more amazing things with the platform. In a sea of so many, we wanted to take the time to shout out to a few of the best apps for Zendesk:

1. Tasks

Tasks lets you build simple, to-do-style lists for any complex customer ticket, making it easier for support agents to flesh out (and follow) sub-tasks so customers can get the resolutions they need. With the app, you can track steps within any ticket, and even create templates for repeated tasks so every support team member involved can stay on the same page.

Learn more here: https://www.zendesk.com/apps/tasks/

2. Time Tracking

Time Tracking is perfect for support teams aiming to improve employee performance and identify resource-intensive customers, as it focuses on tracking the time spent on every incoming Zendesk ticket. Using the Time Tracking app for Zendesk, support and operations managers can more easily figure out where bottlenecks occur in agent efforts, as well as which issues tend to take the most time to resolve.

Learn more here: https://www.zendesk.com/apps/time-tracking

3. Swiftype Search

Every kind of customer wants the ability to run a quick search on a help desk or knowledge base – it’s the fastest way to find relevant information and self-solve problems. The Swiftype Search app integrates a completely customizable search bar on your Zendesk Help Center, so customers can easily access information, and your company can tap into search behavior and popular queries.

Learn more here:  https://www.zendesk.com/apps/swiftype-search/

4. Annotate

Honest, effective customer communication is key where problem-solving is concerned. Annotate is an app that allows you to guide customers in real-time through marked-up screenshots and images. This way, support agents can take them through step-by-steps, ask them to click certain areas or links, and more easily work with them to find solutions to more complex problems.

Learn more here: https://www.zendesk.com/apps/annotate-by-driftt/

5. Trello

We know and love Trello as a flexible, visual tool for organizing and itemizing tasks within various projects.  The Trello app for Zendesk lets you integrate the amazing task-based collaboration of Trello with the centralized communication of Zendesk, so agents can add support tickets to Trello cards and organize the boards they’re a part of. It’s an incredibly simple way to stay on top of it all.

Learn more here: https://www.zendesk.com/apps/trello/

In case you hadn’t heard, we have our own Zendesk apps to make your customer service and relationship-building efforts even more centralized, too:

The Zingtree Customer Support app for Zendesk allows you to integrate the steps a customer takes within a decision tree troubleshooter directly into that customers’ Zendesk ticket. If the customer can’t self-solve using your decision trees, your support people get valuable background information with every ticket, which saves everyone a lot of time and minimizes back-and-forth. You can learn more here: https://www.zendesk.com/apps/zingtree/

The Zingtree Agent Scripting app for Zendesk lets you build completely customized scripts that support agents can follow along with during each call, all while integrating with your Zendesk system. This makes it easy to streamline customer conversations, and provides powerful stats and reports on how the decision tree script is being used. You can learn more here: https://www.zendesk.com/apps/agent-scripting/


Any questions? We’re here for you

Zendesk Decision Tree Support App: Version 4

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Travis A., who is implementing Zingtree for a video technology company, was keen on using Zingtree to try to reduce his team’s support ticket load. He also needed to import a synopsis of the Zingtree session data into his Zendesk tickets so his tech support people could get some time-saving background information.

Travis wanted to emphasize the condensed Q&A part of the session. Done!

Here’s the new look of the Zendesk Decision Tree Support app:

Here’s what’s new in the Zendesk Support App, version 4:

  • The Q&A view is now the default.
  • Any “back” or “restart” button clicks no longer show in Q&A view.
  • The answers clicked are highlighted, so it’s easy for a support person to see where the customer went at a glance.

You can download the latest Zingtree Decision Tree Support app for Zendesk here.

Need help installing the app? Instructions are here.

Travis' photo
This is Travis.

Thank you, Travis, for the awesome suggestions!

3 Amazing Ways to Use Interactive Decision Trees With Your CRM

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Positive, effective customer support and relationships are key to building a solid business foundation in any industry or field. With the potency of today’s CRM systems and integrative technologies, almost anything is possible in the realm of streamlining customer-based operations.

Introducing interactive decision trees as a unified part of your CRM platform — like Salesforce, Desk, and Zendesk — is an effective way to simplify the customer support and relationship process, and their continued optimization. Zingtree provides powerful tools for agents, customers and the measurement of both.

1. Customized Agent Scripts

Agent scripting solutions allow support agents to have a live, customized script to use as a guide when communicating with a customer. They are written in the brand’s own voice and follow personalized standards that make it much simpler for agents to portray the correct information and provide help to the customers.

Scripts help agents deliver more consistently positive experiences with less training, using prompts to follow along with; new questions will be presented depending on the answers given. This type of organized conversation makes the customer feel (and know) that they are actually being heard and understood.

2. Interactive Self-Help Troubleshooters

Zingtree is a powerful tool for building custom interactive decision tree troubleshooters – these allow customers to follow a path of questions and answers that lead to a final most-likely solution, and are especially helpful for more technical issues or questions. Additionally, when a customer’s data is imported into the CRM platform, agents can attach the full Q&A transcript of their decision tree session to keep every piece of relevant information in one useful place — with the Zingtree API, this information retrieval is automatic.

For organizations taking advantage of live support chat systems, Zingtree integrates directly with chat platforms to allow simple extraction and presentation of data. Our software allows Zingtree to open a Zopim or Intercom.io chat with the customer, gather information before the chat begins, and include a full transcript of the decision tree session as a part of the chat so that agents are provided with a holistic picture of the customer’s issue.

Companies that integrate Zingtree troubleshooters into their customer support processes have seen, on average, a 20% overall reduction in support cost and a measurable improvement in the volume of tickets. Using support decision trees based on customer-facing knowledge base data makes it easy to provide help across a variety of areas, become more efficient and save resources, while in turn cultivating long-term customer relationships.

3. Analytics & Customer Data

At the end of the day, the numbers reveal all. With built-in, real-time analytics and powerful usage reports, organizations can view the direct impact of their implemented Zingtree decision trees.


By introducing decision trees based on company knowledge base and agent information, implementing customized agent scripts and continually measuring the data behind both, organizations will best utilize their CRM and other support processes to benefit the customer and company.

Any questions? Please don’t hesitate to contact our trusty staff!

This article was originally posted on March 17, 2016, and has been updated for accuracy and freshness.

Zendesk Agent Scripting App – Version 9

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Our Contact Center customers using Zendesk are becoming more sophisticated, so we’re continuing to improve our Zendesk Agent Scripting app in response. This version 9 update automatically chooses scripts based upon one of the following:

  • The Zendesk brand field
  • Zendesk ticket tags
  • The value of a custom field

If you’re just using one script for everyone, this is supported as well.

Here’s how the app appears in the right hand sidebar in Zendesk:

Zingtree Setup

Script matching works by matching tree tags you set in Zingtree to values in the Brand, Tags, or a custom field in a Zendesk ticket. For example, if a tree is tagged with “astrology”, and the ticket tags include “astrology”, then that tree appears. If several trees match, then they will all appear.

First, add tags to a tree in Zingtree as follows:

  1. Select a tree from My Trees.
  2. Go to the Settings tool.
  3. Enter or select a tag from the tags field.

Zendesk Setup

You’ll need to download and configure the Zendesk Agent Scripting App version 9:

  1. Download the Agent Scripting app.
  2. In Zendesk, click the Admin icon and go to Apps > Manage.

  3. Click Upload Private App.

  4. The Upload App page appears.

  5. Enter “Zingtree Agent Scripting” for the App Name.
  6. For App File, locate the file zingtree-agent-scripting-v9.zip you downloaded in step 1.
  7. Click Upload, then confirm if necessary.

Configuring the App

Once you’ve uploaded the app, the configuration screen appears:

Here’s what each item does:

Title: A title for the app, as it displays in Zendesk.

Tree ID: If you’re installing just one script for everyone, enter the ID of your tree here.  If you will be offering multiple scripts to your agents, leave this blank.

Height (pixels): The height of the app as it appears in the Zendesk ticket sidebar.

Display in Panels Style: Tick this option to use the Panels style to display your scripts.  Untick to use Buttons style.

Open Script based upon Brand: If this option is checked, the subdomain of the selected brand will be matched to a tree tag.  Any matching tree or trees will appear.  For example, if the brand subdomain is xyz.zendesk.com, any trees tagged as xyz will appear. (Requires the Zingtree API key in this configuration.)

Open Script based upon Tags: If checked, the values in the Zendesk ticket tags will be matched with your tree tags to show one or more matching scripts. (Requires the Zingtree API key in this configuration.)

Open Script based upon Custom field: If you want to use a custom field value to show matching scripts, enter the field ID here. The Field ID can be found in Zendesk under Admin, Manage, Ticket Fields. Click Edit to see the field ID. (Requires the Zingtree API key in this configuration.)

Zingtree API key: Each organization in Zingtree has an API key, which is used to match scripts. If you’re using one of the tag matching options, this is required. Your API key can be found at zingtree.com under Help > API.

Try It with Example Data

You can use trees from the Zingtree Gallery to see how the Agent Scripting app works.

For a single tree, enter ’14’ as the Tree ID. This will show an Astrology web site troubleshooter example.

For multiple trees, see how a tree can be selected by tag by doing the following:

  1. Enter 6a103737e44e4aa6e1e4b6b0bcb46f83 as the API key.
  2. Make sure Open Script based upon Tags is checked.
  3. Try entering one or more of these tags into a ticket: “zingtree”, “astrology”, “pet_rock”.

Any questions? We’re always here to help

Zendesk Agent Scripting – Version 8 Update

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A quick update for our Zendesk Agent Scripting users: You now have the ability to see any form data entered in Zingtree during the session.

If data is present, a “Show Script Data” link will appear in the History area. Click it to see anything entered during the session, as shown below.

You can download the latest Zingtree Agent Scripting app here to easily see script data.

Thanks to Michael R. for the idea!

Do you have a great idea or suggestion to improve Zingtree? Please feel free to get in touch!

Video: Using the Agent Scripting App for Zendesk

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If you want to have a Zingtree ready-to-use inside of Zendesk, we have a Zendesk App for you: The Zingtree Agent Scripting App.

This is extremely handy for companies that offer chat or telephone support, or call centers, as it allows an agent to have a live, standardized script to follow when helping the customer. Plus, you get some awesome reports on how your tree is being used in aggregate or by individual agents.

Watch our short video to see how your company can benefit from Agent Scripting:

Ready to get started? Learn more and follow the instructions here

Implementing a System of Proactive Customer Support

Great customer care leads to long-term, happy customers; it’s a proven fact. A large part of providing support these days centers around getting ahead of issues — and effectively solving them — before they can turn into problems.

One way to do this is with a system of proactive customer support. By building and implementing ways to anticipate needs, questions and potential issues ahead of time, you’ll reduce your customer’s effort along with your number of inquiries.

Traditional Support Methods Aren’t Enough

The majority of customers vastly prefer to self-help rather than needing to contact support agents by phone or email. In fact, a recent survey found that 73% of consumers want the ability to solve issues on their own (one-third of those even said they would ‘rather clean a toilet’ than speak with customer service.)

Build a Proactive System that Works

1. Maintain a robust knowledge base and FAQ.

Creating a support knowledge base that provides a fully holistic view of your product or service, along with any other issues that may arise, is the first step to implementing a proactive support system. Beyond establishing a system of best practices for your customer service team, having an easy-to-read and informative FAQ will allow your customers to become experts on your product/service and seek help themselves when needed.

2. Make it easy to contact you. 

At the end of the day, if your customer needs one-on-one help, it should be clear and simple how to reach someone knowledgable. It’s important to provide a clear path of customer contact from anywhere on your website, knowledge base articles and other communications. Whether their preferred route is email, chat or phone support, do your best to assist them via any potential path!

3. Introduce interactive troubleshooters.

Zingtree is a powerful tool for building custom interactive decision tree troubleshooters – these allow users to follow a path of questions and answers leading to a final most-likely solution, and are especially helpful for more technical issues or questions. By enabling your customers to self-help in a hands-on way, you’ll empower them and develop stronger loyalty in the long-term!


With a robust knowledge base of information, easy communication paths and customized troubleshooter decision trees for technical issues, customers will find it simple (and even pleasant!) to find the answers they are seeking.

Start Your Free Zingtree Trial!

Zendesk Agent Scripting App – Version 6

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Zendesk continues to surge in popularity, and we’re finding that a lot of our customers are using it, especially for Call Center agent scripts.  Over the past weeks, we’ve had a lot of great conversations with our clients using Zendesk, and have come up with a big update to our Agent Scripting solution!

Update: Watch this 3 minute video to see the Zendesk Agent Scripting App in action:

Here’s an example of what you’ll see in the right side of Zendesk when opening a ticket.

New and Notable in Version 6:

    • We’ve included Agent Feedback (the orange chat bubble) – now, an agent can send notes to the Authors of the tree from any node – this feedback loop helps authors continually improve the tree scripts.

 

    • You can now have multiple scripts run from within the app.  First, you’ll need to set up Zendesk Brands. When a ticket is opened or the brand changes, the app locates a tree associated with that brand (h/t Dave T).

 

    • There is no more custom field needed – this was causing an extra “Zingtree Agent Scripting” field to appear in mobile ticket forms (h/t Emanuela).

 

  • All the latest publishing features are present in the app, including Scoring nodes.


Installing the Zendesk Agent Scripting App:

  1. Download the app from here.
  2. In your Zendesk Admin, go to Apps, Manage, and click Upload Private App.
  3. Enter a name for the App, like “Agent Scripting.”
  4. Click Choose File, and locate the file you downloaded in step 1.
  5. Click the Upload button.
  6. The App Settings screen will appear.
  7. Enter the Tree ID of the script you want to appear by default.
  8. If you want the tree to display in Panels style, check Display in Panel style. Otherwise, the tree will display in Buttons style.
  9. Optional: To take advantage of having the Agent Scripting App choose a tree according to brand, check Open script based upon Brand. Then, enter your API Key located in Zingtree, under Account, Organizations and Billing at the bottom of the page.
  10. Click Install.

Making Trees Trigger According to Zendesk Brand:

Using Zingtree’s Tree Tags, your App can select the tree that corresponds to the current Brand in use on a Zendesk ticket. Switching Brands will also switch the tree script displayed. Here’s how to set this up:

  1. In Zendesk Admin, go to Manage Brands, and locate the subdomain of the brand.  For example,  if the brand is listed as myproduct.zendesk.com, the subdomain is myproduct.
  2. In Zingtree, go to the Settings tool for your tree, and add the Zendesk subdomain as a Tree Tag.

Bonus: Insert Agent Name into Your Script

Many call center scripts start with something like “Hello, this is ______” .  You can automatically insert the name of the agent into your script simply by adding #agent# anywhere you want the agent name to appear.

Any questions? Please reach out to us any time!